not updating

Hello briansnape,

please start with the updating log (from the GUI, section Updating, View updating log) - a screenshot could help a lot to find the productive questions to ask, not updating is too little to work with. 

Christian

i work at a dental practice sorry not tech savi i tried screen shot this computer is against me today and didnt want to do it. we had someone come and renew licence on 15th oct it works fine on one but not the other its not updating but previous tho this not been updating since feb i noticed. he managed to get it up to latest verison but its not auto updating or trying to by the looks of it.

Time: 15/10/2015 12:53:38
Message: AutoUpdate finished
Module: SophosUpdate
Process ID: 2028
Thread ID: 3668
Time: 15/10/2015 12:53:38
Message: Downloading phase completed
Module: Update
Process ID: 2028
Thread ID: 3668
Time: 15/10/2015 12:53:38
Message: ERROR: Download of Endpoint Security and Control failed from server Sophos
Module: Update
Process ID: 2028
Thread ID: 3668
Time: 15/10/2015 12:53:38
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: Update
Process ID: 2028
Thread ID: 3668

Time: 15/10/2015 12:53:26
Message: Downloading product Endpoint Security and Control from server Sophos
Module: Update
Process ID: 2028
Thread ID: 3668

Time: 15/10/2015 12:53:19
Message: *************** Sophos AutoUpdate started ***************
Module: SophosUpdate
Process ID: 2028
Thread ID: 3668
Time: 10/02/2015 10:26:51
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 2388
Thread ID: 2276
Time: 10/02/2015 10:26:51
Message: Downloading phase completed
Module: ALUpdate
Process ID: 2388
Thread ID: 936
Time: 10/02/2015 10:24:41
Message: Downloading product Sophos Endpoint Security and Control from server sophos
Module: SDDS2Update
Process ID: 2388
Thread ID: 936

Hello briansnape,

you're correct - the previous entries from February suddenly stop - can't say what happened then. No one noticed it's not updating?  
Anyway, just to explain what you see here (the log is bottom up, newest entries on top):
Check that this computer is connected to the network - guess it is
the correct location - is apparently set (if indeed it should update directly from Sophos) as the next message says: failed from server Sophos
correct credentials and proxy - rarely configured (therefor the if required) so the most likely cause are incorrect credentials (i.e. username and password)

Did this someone enter the credentials and also check that both computers are updating? And since the 15th the entries show always the same error?

Christian

hi he didn't supply the credentials straight away i had to ask for them as he did the updating of licence it at his end not one sight. i have noticed it is the same password and username as same as original one supplied with old licence 3 years ago however i put that in and it didnt work i also noticed though second computer which is working properly has a different username which i also tried and it didnt work but that might be because the password also has changed and i dont know what it is.

he didnt check they were updating i noticed it wasn't and contacted him he came and reinstalled on the computer it wasn't working on as it noticed it wasnt on correct version to the one it should have been obviously due to it not updating since feb and it still wasnt updating he said it should sort itself overnight on the not updating side of things, as u can imagine i dont have much faith that's why i am trying to sort it myself if possible but this was arranged via my boss so im the middle person trying to sort it out.

Hello briansnape,

I see. A new username means a new password - thus if the one with the new name is updating and the other one not then likely new credentials have been issued (and apparently not been set on the non-working computer). Thus I assume you need the new credentials (the "License schedule" similar to the old one) from this he.

Christian

yeh i thought so i have had a licence schedule from him and sophos which match but its with the old original credentials it does say on it that they may have changed through updates and may not be the same but doesn't tell me how to find out what new ones are. thank you for your help.

Hello briansnape,

customercare@sophos.com is the address for licensing questions.

Christian

Hello briansnape,

customercare@sophos.com is the address for licensing questions.

Christian